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Design+Engineering+AI

I spend my time with users, learning what gets in their way, then design and build the fix.

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Case studies

06 projects
01Fora Travel

Increasing user activation from 42% to over 70%

I replaced a passive dashboard checklist with a guided, gamified onboarding flow. New advisors now get to their first booking faster.

OnboardingGrowthResearchB2B
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Activation42% → 70%+
HomeWelcome
Dashboard
Announcements
Performance
Earnings
Welcome, Jane
✓Welcome video
✓Onboarding Session
✓Tools & Resources
✓Enroll in training
✓Get Booking
Welcome to Fora!In this video you will listen to a message from Henley, Fora's co-founder and first travel advisor.
Book an Onboarding SessionPick a time that works. The session happens right here, no new tab.
Mon 1Tue 2Wed 3Thu 4Fri 5
10:00 AM1:00 PM4:00 PM
Tour Fora’s Tools and ResourcesExplore all of the features Fora provides to help grow your business.
Fora Email⌄
Bookings⌃
Track and manage all your bookings and commissions in one place
Supplier Database⌄
Choose Your Training CohortEnroll in a virtual training cohort, connect with like-minded professionals, and elevate your expertise.
Enroll in Next Month’s CohortStarting May 2nd
Enroll in a Future CohortStarting June 2nd
I choose to not enroll in a cohortAll training material is available anytime
Steps for First BookingHere are some resources to help you make your first booking.
✓Open your Fora Business Email
✓Find your first client or book for yourself
✓Use the Fora IATA number · 33-520476
✓Lock in your commission
BackNext
02FireHydrant

Retrospectives for site reliability engineers

Revamping FireHydrant’s retrospective experience so SRE teams stop skipping retros, raising adoption from 54% to 87%.

DevToolsB2B SaaSWorkflow
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Retro adoption54% → 87%
FireHydrant
Home
Incidents
Runbooks
Service catalog
Status pages
Analytics
Integrations
Incidents › Incident RetrospectiveDeclare incident
#1232D 1H 1MMitigated ⌄SEV1 ⌄P1 ⌄
Some accounts are giving 500 error in Command when we try to access
Overview0Contributing Factors2Lessons Learned0Follow Ups2Change events0
Impact
Services20
Functionalities3
Environments0
Responders9
Most Time in IncidentCK2d3hChris Kelly
Most Starred MessagesCK12Chris Kelly
Most Actions TakenRR21 / 22Robert Ross
Contributing FactorLack of structure around Slack review process.
Contributing FactorBookmark scope shipped without a check for older Slack apps.
Contributing FactorFirst responders assumed customers needed to update the app.
What went well?Required✓ Done
Quickly solved the problem once we identified it
What could be improved?Required✓ Done
Customer reported
Follow ups
FH-480Add alert for OAuth scope errorsOpen
FH-481Document Slack scope reviewOpen
FH-482Remove unneeded Slack scopeNew
Change events
SuspectPull request #642
RelatedDeploy command-api v2.14
DismissedFeature flag: bookmarks_beta
Create follow upPublish retrospective
03Fora Travel

Pay now vs Pay later

I used a hidden API field to tell advisors exactly what’s due now and what’s due at the property, on every rate.

FintechBookingTrust
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PaymentsDue now / Due later
BookBook Travel
Partners
Bookings
Deals
Lists
←Hyatt Regency Waikiki BeachFora Reserve
AboutRatesDealsContactsTrainings
Book In Portal14 results
Show rates in USD ($) ⌄
2 Queen Beds: Room Size: Waikiki City View
$289.00Average
per night
$2,791.04Total including
taxes & fees
Hyatt PrivéDeposit RequiredRefundable
10% commission
Due now $1,000.00Due at property $1,791.04
1 King Bed: Ocean View Balcony
$349.00Average
per night
$3,284.10Total including
taxes & fees
Hyatt PrivéPay at PropertyRefundable
10% commission
Due now $0.00Due at property $3,284.10
2 Queen Beds: Diamond Head Ocean Front
$412.00Average
per night
$3,876.52Total including
taxes & fees
Hyatt PrivéPay NowRefundable
10% commission
Due now $3,876.52Nothing due later
04Fora Travel

Rewrite with AI

A “Format with AI” toggle that rewrites raw Travelport shorthand into language advisors can actually read.

AILLM UXBooking
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AI featureFormat with AI
BookBook Travel
Partners
Bookings
Deals
Lists
←Hyatt Regency Waikiki BeachFora Reserve
AboutRatesDealsContactsTrainings
Book In Portal14 results
Show rates in USD ($) ⌄
2 Queen Beds: Ocean Front View Club Access
$412.00Average
per night
$3,876.52Total including
taxes & fees
Hyatt PrivéPay LaterRefundable
10% commission
Hyatt Regency Waikiki BeachShare rate ⌄
2 Queen Beds: Ocean Front View Club Access
Room description✦ Format with AI✦ Formatting…✦ Formatted with AI↺ Show formatted
Ocean View King Bed 478 Square Feet Double Vanities Walk In Shower Mini Fridge Located On Floors Two Through Five Air Conditioning Individually C Iron Ironing Board Mini-Refrigerator Sitting Area Smoke Detectors Telephone
Ocean-view king room, 478 sq ft, on floors 2–5. Double vanities and a walk-in shower. Includes a mini fridge, A/C, iron and ironing board, and a sitting area.
Rate details✦ Format with AI✦ Formatting…✦ Formatted with AI↺ Show formatted
R1Dhyhw: Hyatt Prive 2 Qn Of Clb Acc 2 Queen Beds: Ocean Front View Club Access Access To Regency Club Breakfast For 2:Welcome Amenity:100.Usd Crdt - Daily Full Breakfast…
Daily full breakfast for 2$100 USD property credit per stayRegency Club accessOn request (confirmed within 24 hours, based on availability): early check-in, room upgrade, connecting rooms
Cancellation policy✦ Format with AI✦ Formatting…✦ Formatted with AI↺ Show formatted
cancel 0000 htl time on 06feb24 - fee 2 nights - include tax - fees two nights fee within 21 days cancel for guest rooms.
Free to cancel until 12:00 AM hotel time on Feb 6, 2024. After that, a 2-night fee (tax included) applies.
05Fora Travel

Communicating Refundability

Fixing refundability labels that were misleading or contradictory, so advisors trust what the platform tells them.

TrustData qualityBooking
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RefundabilityConsistent everywhere
One status · every screen
RatesCheckoutConfirmedBookings
BookBook Travel
Partners
Bookings
Deals
Lists
←Hyatt Regency Waikiki BeachFora Reserve
AboutRatesDealsContacts
Book In Portal14 results
Resort Room One King 478 Sq Ft Double Vanities Walk In Shower
$6,896.07
Total incl. taxes & fees
Fora RatesPay LaterRefundable until Mar 13, 2024
‹ Back to resultsCheckout
ClientJacquelyn GarraffaRoomResort Room One King 478 Sq Ft
Price details
1 Room x 7 Nights$5,000.00
Taxes & fees$500.00
Total USD$5,500.00
Due Now$1,000.00
Due at Property$4,500.00
Cancellation policyRefundable until Mar 13, 2024
Complete Booking
✓Booking confirmed
Confirmation no.#4839348218
Book dateThur, Feb 8, 2024
Hyatt Regency Waikiki Beach Resort And Spa
Check inSat, July 1, 2024
Check outSat, July 8, 2024
Total USD$5,500.00
Paid$1,000.00
Due at Property$4,500.00
Cancellation policyRefundable until Mar 13, 2024
BookingsDownload all
UpcomingPastCanceled
Hotel booked 2/8/24Jacquelyn GarraffaFora Booking ID: 0034-UG4-22-1
BookedRefundable until Mar 13, 2024
06Formative

Improving accessibility with accommodations

Letting teachers give students with IEPs extra time across every Formative, without duplicating assessments.

AccessibilityEdTechB2B SaaS
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AccessibilityTime extensions
FormativesClassesTrackerLibraryUpgradeEnter Quick CodeBL
+ New ClassGoogle Classroom SyncClever Roster SyncShow Archived
First nameLast nameEmailAccommodations◉⊘
JohnSimmonsmobileip@mac.comTime Limit: 2.5x ✎
ShawnLanehwestiii@mac.comTime Limit: 2.5x ✎
AubreyLanebockelboy@att.netTime Limit: 2.5x ✎
GregFoxsunstate@gmail.comTime Limit: 2.5x ✎
ArthurEdwardsewaters@comcast.netAdd AccommodationTime Limit: 1.5x ✎
KristinWarrendowdy@yahoo.comAdd AccommodationTime Limit: 2x ✎
AngelHawkinsthomasj@yahoo.caAdd AccommodationTime Limit: 1.5x ✎
DarleneFoxjuliano@yahoo.caAdd AccommodationTime Limit: 2x ✎
Accommodations×
All FormativesArthur Edwards
Time limit Extension
1.5x2xCustom
Update
About

I started out as a software engineer and switched to design because I wanted to work on the user experience, not only build the product. My favorite part is spending time with users, learning the problems they deal with, and designing solutions that fit.

Experience
2024–Now
MetaSenior Product Designer · Enterprise Infrastructure Products
2023–2024
Fora TravelLead Product Designer · Travel booking platform
2022–2023
FireHydrantSenior Product Designer · Incident management
2020–2022
FormativeProduct Designer · EdTech assessments
2017–2020
Consumer Priority ServiceProduct Designer · Insurance SaaS